[Hiring] Enterprise Customer Success Manager @Wiley

Role Description

The Manager, Customer Success role is responsible for owning the success, retention, and growth of Wiley’s Enterprise customers across Asia. This role will help customers achieve value from their investment, strengthen usage and satisfaction, support renewals, and identify expansion opportunities across the region.

• Manage a portfolio of Enterprise customers across Asia and serve as a trusted post-sale partner.
• Lead onboarding, adoption planning, customer reviews, and success plans to ensure customers achieve strong outcomes.
• Track usage, engagement, satisfaction, risks, and renewal readiness across assigned accounts.
• Partner with Sales to support renewals, expansions, upsell opportunities, and long-term account growth.
• Build strong relationships with customer stakeholders, including administrators, librarians, faculty leaders, and institutional decision-makers.
• Proactively identify and resolve adoption barriers, service issues, and account risks.
• Work cross-functionally with Sales, Product, Support, and Marketing to improve customer experience and retention.
• Share customer insights to strengthen product adoption, customer outcomes, and regional strategy.

Qualifications

• Proven experience in customer success, account management, relationship management, or post-sale support.
• Strong ability to manage multiple accounts across countries and priorities.
• Strong stakeholder management and communication skills.
• Ability to use data to track adoption, account health, and renewal risk.
• Strong problem-solving skills and customer focus.
• Ability to work cross-functionally and influence internal teams.
• Strong written and spoken English.

Requirements

• Experience in education, EdTech, publishing, digital platforms, SaaS, or subscription-based services.
• Experience managing regional customers across Asia.
• Familiarity with onboarding, implementation, usage reporting, and renewal planning.
• Experience identifying upsell or expansion opportunities.
• Ability to speak an Asian language relevant to the hiring location.

Benefits

• Meeting-free Friday afternoons allowing more time for heads down work and professional development.
• A robust body of employee programming to facilitate a wide range of opportunities to foster community, learn, and grow.
• Commitment to fair, transparent pay and competitive compensation in addition to a comprehensive benefits package.